The app has been designed to work on smartphones and tablets. 

It is compatible with the following; 

Tablets: Apple iPad (iOS v11 or later), Android tablet (v8 or later.) 
 Mobiles: iOS (v11 or later), Android (v8 or later.)   
To allow you to get the best out of our app, please enable “push notifications,” so that you can save time and receive the latest updates on your delivery from us.

Our app is being made available to patients who are over 18, in phases, to make sure we get it right for everyone. The majority of the 230,000 patients receiving our services are prescribed medications and ancillaries which integrate with our app. Other patients receive medications which are a little more complex, so they may require a call from our team to arrange the delivery and stock check. Currently, these patients are unfortunately ineligible to use the app, but we are working hard to develop the app to eventually serve those patients in the future.  

To correctly create your account, we need to match your details with the ones we are holding in our system.  

Please make sure that your first name and last name match with the ones you provided us. If you’re unsure, you can find this on the delivery note inside your last delivery.  

Please avoid using any diacritics (loosely known as accents – above or below any letters) within your name. For example, Adrián or Zoë. 

Please make sure to double check you have entered in your date of birth and postcode correctly.

During your service with us, we collect lots of personal and sensitive information about you, and we take keeping your data safe very seriously. We’ve built our App to be secure in line with industry best practice and it has been approved by NHS.   

We are an ISO27001 accredited company which is a worldwide standard for information security management systems. Sciensus has been assessed by an independent expert in this field who have certified that our organisation has invested in the people, processes and technology to ensure our data is protected.  

Sciensus has a mature information security management system so that your data is treated appropriately and won’t end up in the wrong hands. Our technology covers multiple levels of our systems to ensure we can control your data from end to end and all our users are trained in the best ways of handling personal data and confidentiality. They follow strict policies and procedures to ensure security is kept to a high level which are regularly reviewed. 

To set up your account with us, it's important that you choose a username that meets the requirements. You'll be in charge of creating your own username, as we do not provide one for you. This way, you'll have the freedom to choose a username that works best for you. 

The username must fulfil the following criteria: 

• Username must be between 6 and 30 characters long 
• Usernames cannot contain the following special characters: &=_’-+,<>@.. 
• Usernames cannot begin with dots (.) 

The password must fulfil the following criteria: 

• Have at least one upper case  
• Have at least one lower case  
• Have at least one number 
• Must contain one of the following special characters !@#$%^&*(){}|””:?><,.|  
• Have at least 8 characters  
• Have no spaces  

When creating the password and an element in the criteria box is red, this means that the criteria for that element has not been fulfilled. All elements of the criteria box must be green in order to create a successful password or password. When confirming the password (re-enter password in the confirm field), please make sure that both passwords match exactly. 

There are several reasons as to why the Oops message may appear. Here are some common reasons as to why it may appear:

1. Poor internet connection
2. A fault with our systems
3. Issue with the device you may-be using
4. We are conducting maintenance 

We advise that you try again in an hour or two and if the issue persists then please contact us. 

You may come across the following pop-up boxes in the app whilst confirming your delivery, which means you can choose to contact us so we can ensure your delivery can be confirmed by our support team. 

• You are low in stock 
• You want your delivery sent to a different address that is on the app 
• There are no dates available for your delivery 

After you confirm your delivery, you should be able to see it in a few hours. However, it may take a little longer in some cases. If you don't see the confirmation, try logging out and logging in again. If you still can't see it within 48 hours (excluding weekends), please reach out to us.

The cut-off time to confirm your delivery is 7 days before the proposed delivery date that you see on the grey section titled ‘Delivery to be confirmed’ on the homepage or in the ‘Deliveries’ section of the app. For example, if the proposed delivery date is 10/01/2023, then the last day you can confirm your delivery will be 03/01/2023. 

Yes, if you have signed up to our text reminder service, you will receive a text message and an in-app notification (if enabled) with a two-hour delivery time window 24 hours before.     

Unfortunately, we cannot guarantee this will be an evening or a Saturday slot and you must ensure your app push notifications are switched on to receive updates on your delivery.